Zewdu Ayele Abawa
Accreditation Quality Manager, lead and technical assessor of ISO/IEC 15189, trainer of ISO/IEC 15189, 17043, 17025, 17065, 17021, 17020; and different management system standards
Ethiopian Accreditation Service

The Ethiopian Accreditation Service (EAS) serves a critical function in promoting quality and competence among conformity assessment bodies (CABs) in Ethiopia. As a national body responsible for accrediting CABs, EAS plays a vital role in enhancing service delivery and ensuring compliance with national and international standards. In response to its mandate for continual improvement and stakeholder engagement, EAS conducted a survey to gather feedback on the effectiveness, efficiency, and transparency of EAS’s services. Involving 58 participants from multiple sectors, the survey aimed to identify key strengths and areas for improvement across domains including responsiveness, communication, technical competence, accessibility, and alignment with standards.

Findings revealed generally positive perceptions of EAS services. Regarding responsiveness, 76% of respondents reported being satisfied or very satisfied with how EAS handles general inquiries and support requests. Transparency was also rated highly, with 84% viewing the accreditation process as either transparent or very transparent, and no respondents expressing dissatisfaction. Technical competence of assessors was another strong point, with 81% of stakeholders rating their performance as high or very high.

Communication around regulatory updates showed more mixed results. About 23% of respondents indicated neutrality or dissatisfaction with the timeliness and clarity of information. Feedback on the complaints and appeals process suggested further improvements are needed, with 21% expressing uncertainty or dissatisfaction. Training programs were generally appreciated, but respondents highlighted a need for more tailored and frequent sessions.

Most respondents agreed that EAS had contributed positively to quality improvement within their organizations. While EAS was seen as largely aligned with international standards like ISO/IEC 17011, stakeholders noted the importance of enhancing regional and global collaboration. Confidence in the impartiality of accreditation decisions was strong, with over 85% expressing trust in the objectivity of EAS processes.

One of the most positively rated aspects was the clarity of guidance documents and policies, with 89% of stakeholders finding them clear or very clear and none reporting dissatisfaction. However, knowledge sharing among accredited entities was identified as a gap, with only 35% reporting any engagement with other CABs.

Recognition of accredited organizations was generally seen as strong, although 26% of respondents suggested more could be done to improve visibility, especially in sectors where awareness of accreditation remains low. When asked whether they would recommend EAS services, 91% of respondents answered affirmatively, reflecting a strong level of overall satisfaction.

In response to the survey findings, EAS has several opportunities to strengthen its services further. Key focus areas include improving communication by establishing quarterly stakeholder forums, increasing its digital presence, and implementing a centralized response tracking system. Training programs should be expanded and tailored to address topics such as risk assessment, method validation, and digital tools, supported by accessible resources like case studies and e-learning platforms.

Process efficiency could be improved through the recruitment of additional assessors and the integration of digital platforms to reduce paperwork and improve turnaround time. Complaints and appeals should be managed through a transparent online system with clearly defined resolution timelines. Enhancing digital service accessibility, including the use of user-friendly platforms, AI-enabled assistance and multilingual support, is also recommended.

While EAS remains well-aligned with international standards, further engagement in global forums and regular updates to its compliance documents will help maintain its relevance. Exploring new accreditation schemes in emerging sectors such as environmental labs and digital services, in collaboration with stakeholders, will support future growth. Moving forward, EAS will seek to continue to engage stakeholders, invest in capacity building, and embrace innovation to meet the evolving demands of the conformity assessment landscape in Ethiopia and beyond.